211 Call Specialist - Remote Part-Time Position

About the Role

We are seeking a dedicated 211 Call Specialist - Remote to join our team at HeartLine. In this role, you will provide essential crisis de-escalation and social service referrals in a 24/7 call center environment. This position allows for remote work after initial training, making it a great opportunity for those looking to make a difference while enjoying flexibility.

What You'll Do

• Answer inbound crisis and social service referral contacts via phone, text, chat, and email.
• Provide emotional support and crisis intervention to callers.
• Assess clients for suicide risk and develop safety plans accordingly.
• Gather information about the caller's needs for assistance.
• Maintain confidentiality of all contacts and complete required paperwork.
• Record all calls accurately and attend in-services and continuing education events.
• Participate in community disaster/emergency response plans.
• Perform other duties as assigned to support the team.

Requirements

• High school diploma or GED required; bachelor’s degree preferred.
• AIRS or AAS certification is a plus.
• One year of experience in a contact center or crisis hotline preferred.
• Bilingual in English and Spanish is highly desirable.
• Strong verbal and written communication skills are essential.
• Proficiency in Microsoft Office and experience with client management databases.
• Ability to thrive in a fast-paced environment.
• Familiarity with health and human services is a plus.

Nice to Have

• Experience in mental health support or crisis intervention.
• Knowledge of community resources and services.
• Previous experience in a remote work setting.

What We Offer

• A supportive work environment that values your contributions.
• Flexible scheduled work week to accommodate your lifestyle.
• Recognition and appreciation for jobs well done.
• Opportunities for professional development and growth.
• The chance to make a real difference in the community.